HDI Help Desk Manager : HD0-300

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HDI HD0-300 Exam Syllabus Topics:

HDI Help Desk Manager Sample Questions:

1. What are two roles of expert systems in Help Desk applications? (Choose two)

A) to provide assistances to second-level analysts for more advanced troubleshooting
B) to provide a direct channel to vendor's marketing departments for new systems
C) to provide Help Desk analysts with answers to every customer question:
D) to narrow down the type of problem and suggest resolutions

2. What is the most commonly used technology in the support center?

A) E-mail
B) Self-help
C) Remote control
D) Telephony

3. What contributes most to creative and effective problem solving?

A) education
B) practice
C) technical training
D) standard resolutions

4. What is the most likely benefit of having a good marketing strategy for the support center?

A) A good marketing strategy gives the support center's analysts more accountability.
B) A good marketing strategy decreases the support center's headcount.
C) A good marketing strategy increases awareness that the support center provides a return on investment (ROI).
D) A good marketing strategy decreases the total cost of ownership for the support center.

5. What is the first step to take when calculating return on investment (ROI)?

A) Collect data.
B) Determine costs.
C) Identify intangible benefits.
D) Report results.

Solutions: